Technical Support Specialist

About Hotlines Inc.

The US automotive collision repair industry is a $36B+ market, and Hotlines Inc. is right at the center of it. As part of an established group of 4 companies offering dynamic services to the automotive sector, including parts brokering networks and communication systems, we build cutting-edge software for the recycled auto parts procurement industry. Our product ecosystem includes real-time pricing tools for inventory and advanced AI-powered valuation services for the auction preview process. We are actively shaping the salvage and recycling space, and we need an adaptable specialist to drive ongoing client engagement and retention.

The Role

Whether your background leans toward Technical Support or Account Management, this position bridges the gap between software execution and long-term client relationships. You will own the client journey, driving software adoption through active onboarding, managing structured post-sales follow-ups, and executing continuous ongoing outreach to ensure high satisfaction, consistent system usage, and long-term retention.

Key Responsibilities

• Ongoing Outreach & Relationship Building: Maintain a persistent cadence of regular periodic calls to existing accounts to gauge satisfaction, build rapport, and keep clients actively using our services.
• Post-Sales Onboarding & Configuration: Lead initial installation, software configuration, and account setup for new customers immediately after a sale closes.
• Training & Account Management: Perform outbound calls to schedule and deliver interactive training sessions via Google Meet, ensuring clients understand how to leverage our products effectively.
• Proactive Account Health Monitoring: Audit system logs and usage metrics behind the scenes to spot low adoption or technical glitches early, reaching out to support clients before issues disrupt their workflow.
• Support & Ticket Management: Conscientiously track, resolve, and follow up on client inquiries using our support ticket system and internal CRM.
• Multi-Tasking & Autonomy: Independently prioritize and manage multiple active accounts daily without needing constant supervision.

Qualifications & Requirements

• Technical Aptitude: Proficient with Windows OS, Microsoft Excel, and web-conferencing tools (Google Meet).
• Process Discipline: Rigorous adherence to CRM tracking, support ticketing workflows, and structured outreach schedules.
• Communication Skills: Proactive, articulate, and comfortable managing conversations with busy, fast-paced business owners.
• Problem-Solving Mindset: Ability to master how our products work, demonstrating clearly how they save customers time and increase profitability.
• Licensing: Valid Driver’s License required.
• Note: Deep automotive component knowledge is not required up front—we will teach you the industry specifics.

Job is full time, 7a-4p Monday through Friday, in office Council Bluffs, Iowa. Must have driver’s license. Pay $50K-$60K and commensurate with ability. Benefits include 401(k) match, dental, vision and life insurance and paid time off.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Experience:

• Microsoft Excel: 3 years (Required)
• Technical support: 2 years (Required)
• Account management: 2 years (Preferred)

License/Certification:

• drivers license (Required)

Ability to Commute:

• Council Bluffs, IA 51503 (Required)

Work Location: In person